Vacancy description
Narayana Health
India, Bengaluru
Senior Customer Success Manager/Director in Bengaluru, India is listed on Jobeax. Browse 30,000+ vacancies available.
About the Role We're looking for a Senior Manager - Customer Success to own the strategy and execution behind how we support, engage, and retain customers across our Retail and Corporate segments — end to end, across the full lifecycle.
You'll work with the Head of Customer Success: translating ambition into a working operating model, championing the customer's voice at every table you sit at, and building the frameworks that let the team scale without losing its human edge. Experience:
Champion the customer internally — turning signal from NPS, CSAT, support data, and direct feedback into a clear point of view leadership can act on.
Design and drive the CX strategy across Retail and Corporate customers, covering the full lifecycle: onboarding, engagement, support, and renewal.
Shift the team from reactive, transactional support toward proactive, value-led engagement — and own NPS, Retention rate, and Average Revenue Per User as the measures that prove it's working.
Lead and develop a team of managers and relationship experts, building a culture of ownership, empathy, and high accountability.
Lead CS readiness for new product, plan, and feature launches — workflows, scripting, and training so the team is never caught flat-footed.
Partner with Product, Tech, Operations, and People Success to close systemic gaps in the customer journey and scale L&D across ground teams.
Drive adoption of CRM and automation tools (Salesforce/SFSC and internal systems) that cut friction without losing the human touch.
Comfort with CRM platforms and data-led decision-making, paired with genuine instinct for customer experience.
Strong stakeholder management, with credibility across clinical, product, and corporate teams.
This is a high-ownership seat at the center of how we manage customer relationships at scale.
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